AskedprobingquestionsRemainedconversationalAssured thecustomerthat we canassistSharedbestpracticeswith a peerTailored theempathystatement tothe reasonfor callingDispositionedthe callproperlyScheduleda callbackRecapped the callprior toending/transferringAsked "if there'sanything else toassist with" priorto transfer/callendingAcknowledgethe customerby their nameCelebratedwins with thecustomer(reassurance)Reassuredthe customerwith 3 powerwordsAnswered thecall within 10seconds (micdown vs up)Ready to takethe callEnthusedtone fromstart tofinishUsedtoolsSent anACE toa peerFollowed theproper 5-point holdprocedureTroubleshootedthe issuebeforetransferringProvidedclearinstructionsMentionedtheoutboundscriptBrandedthe callBuild rapportaround thesmart deviceDidn'tover talkthecustomerAssistedin thegroupchatConfirmed thereason forcalling outsideof thecompassionstatementWarmTransferLeftdetailednotesDeliveredanexceptionalexperienceOwned theresolutionwith positivephrasingAskedprobingquestionsRemainedconversationalAssured thecustomerthat we canassistSharedbestpracticeswith a peerTailored theempathystatement tothe reasonfor callingDispositionedthe callproperlyScheduleda callbackRecapped the callprior toending/transferringAsked "if there'sanything else toassist with" priorto transfer/callendingAcknowledgethe customerby their nameCelebratedwins with thecustomer(reassurance)Reassuredthe customerwith 3 powerwordsAnswered thecall within 10seconds (micdown vs up)Ready to takethe callEnthusedtone fromstart tofinishUsedtoolsSent anACE toa peerFollowed theproper 5-point holdprocedureTroubleshootedthe issuebeforetransferringProvidedclearinstructionsMentionedtheoutboundscriptBrandedthe callBuild rapportaround thesmart deviceDidn'tover talkthecustomerAssistedin thegroupchatConfirmed thereason forcalling outsideof thecompassionstatementWarmTransferLeftdetailednotesDeliveredanexceptionalexperienceOwned theresolutionwith positivephrasing

HERO Bingo - Call List

(Print) Use this randomly generated list as your call list when playing the game. Place some kind of mark (like an X, a checkmark, a dot, tally mark, etc) on each cell as you announce it, to keep track. You can also cut out each item, place them in a bag and pull words from the bag.


1
G
2
I
3
I
4
N
5
B
6
I
7
B
8
N
9
O
10
N
11
B
12
B
13
G
14
G
15
G
16
G
17
N
18
I
19
O
20
B
21
B
22
O
23
N
24
I
25
G
26
I
27
O
28
O
29
O
  1. G-Asked probing questions
  2. I-Remained conversational
  3. I-Assured the customer that we can assist
  4. N-Shared best practices with a peer
  5. B-Tailored the empathy statement to the reason for calling
  6. I-Dispositioned the call properly
  7. B-Scheduled a callback
  8. N-Recapped the call prior to ending/transferring
  9. O-Asked "if there's anything else to assist with" prior to transfer/call ending
  10. N-Acknowledge the customer by their name
  11. B-Celebrated wins with the customer (reassurance)
  12. B-Reassured the customer with 3 power words
  13. G-Answered the call within 10 seconds (mic down vs up) Ready to take the call
  14. G-Enthused tone from start to finish
  15. G-Used tools
  16. G-Sent an ACE to a peer
  17. N-Followed the proper 5-point hold procedure
  18. I-Troubleshooted the issue before transferring
  19. O-Provided clear instructions
  20. B-Mentioned the outbound script
  21. B-Branded the call
  22. O-Build rapport around the smart device
  23. N-Didn't over talk the customer
  24. I-Assisted in the group chat
  25. G-Confirmed the reason for calling outside of the compassion statement
  26. I-Warm Transfer
  27. O-Left detailed notes
  28. O-Delivered an exceptional experience
  29. O-Owned the resolution with positive phrasing